Blog2018-02-06T14:53:08+00:00
505, 2021

Why First Contact Resolution Is Ludicrous in Isolation

Why First Contact Resolution Is Ludicrous in Isolation First Contact Resolution (FCR) is a metric often demanded by contact centre management. If nothing else, it demonstrates efficiency. It is brilliant, but to view it in isolation is, frankly, ludicrous. The trouble with FCR has always been how to measure it. Contact centres certainly struggle to measure it, particularly if a customer gets in touch multiple times. If this contact is for different reasons, how can you measure the correlation between the two? The truth is that the majority of organisations don’t have the information available to adequately track this. If the contact [...]

302, 2021

Why UC And CC Integration Is Pivotal For Contact Centres

Why UC And CC Integration Is Pivotal For Contact Centres Last year the working world was forced to dramatically change the way we work, with unified communications platforms such as Zoom and MS Teams becoming the new normal for those working from home. However, businesses need to accelerate their integration between UC and the contact centre stack for SLAs and KPIs to be met. Contact centre agents often need intelligence from other areas of the business, and these departments are likely to be working from home due to the pandemic. Unified communications is going to play a key role in the success [...]

601, 2021

Whisper It Quietly: Customers Don’t Care About Omnichannel

Whisper It Quietly: Customers Don't Care About Omnichannel The Covid-19 pandemic has accelerated transformation within the contact centre. While mid-to-large organisations may have been accused of being slow to adopt new ways of working, coronavirus has laid bare the inadequacies in legacy systems upon which they have continued to rely. This will inevitably lead to a flurry of activity. Businesses have been left fractured by coronavirus, departmental communication has been disrupted and business processes all but broken. All of this means that adoption of omnichannel solutions will be far greater than it otherwise may have been. This is undoubtedly a good thing, [...]

401, 2021

Tired of Covid? – Why The Pandemic Isn’t An Excuse Any More

Tired of Covid? - Why the pandemic isn’t an excuse any more The only constant is change – helping businesses to keep pace Recent events have propelled companies into rethinking their business models. Contact centres, the frontline of many businesses, have really had to pull out the stops to meet new demands in customer services. Andy Tucker, Success Manager at Cirrus, discusses how resellers can help contact centres ease into new ways of working and meet customer expectations with CCaaS offerings. We know that flexible is the new way to work The last nine months have shown that companies need to be [...]

1512, 2020

Give Contact Centre Agents The Tools To Do The Job

Give Contact Centre Agents The Tools To Do The Job Give contact centre agents the tools to do the Job and reap the rewards because motivation makes businesses successful. It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains. According to Gallup there are several factors in driving positive employee engagement. Those organisations that [...]

712, 2020

The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots

The Rise of Digital: Conversational Interfaces, Virtual Assistants & Bots Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels. As an industry we’ve been talking about the move to omni-channel for years, the panacea where a customer can have a conversation that flows across multiple channels, where the contact centre agent can see all the different interactions and respond appropriately. We’re still not there yet, but AI is playing an increasingly important key role. Pressure to change This year the pressure on contact centres has been immense with customers desperate to speak to suppliers, at a [...]

2810, 2020

Desktops, Dashboards and Human Centred Design

Desktops, Dashboards and Human Centred Design Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains. A product that is easy and intuitive to use, that guides contact centre agents through the myriad of different calls they make and take in a day, will help to keep employees motivated and engaged. This will enable customer service teams to deliver great customer experience (CX). It is a truism that an organisation’s biggest investment (and liability) is its people. The difference between highly motivated and positively engaged employees compared [...]

610, 2020

From Wallboards to Board Games….. Recruiting through a Pandemic

From Wallboards to Board Games....Recruiting Through a Pandemic 2020 is a great year to be a dog. Amidst all this talk of downturn and economic damage, our dog Rusty has never had it so good: constant attention, a full house for much of the year and endless long walks. Only yesterday a call with the managing partner of one of our agencies had to be cut short because their new puppy was chewing the laptop cable and demanding attention. Whatever did these dogs do all day before COVID-19 struck? However, struck it has and the indicators are not good. The Bank of [...]

909, 2020

Artificial Intelligence (AI) Empowers Contact Centre Employees

AI Can Increase Efficiency, Profitability and Keep Your Agents Engaged In The Contact Centre. "To win in the marketplace you must first win in the workplace.” - Doug Conant, CEO Meet Janice Janice works in a busy contact centre dealing with customers on the phone on a daily basis. A bright graduate, Janice started enthusiastically in her first role, enjoying the customer contact and doing a great job. However, a year on and Janice is disillusioned. The repetitive nature of the job, dealing with the same enquiries every day is starting to drag. Even when Janice does get a call that she [...]

2908, 2020

Social Media – Joining the Dots

Social engagement should be number one on your brand agenda! “You cannot buy engagement. You have to build engagement.” –Tara-Nicholle Nelson, CEO of Transformational Customer Insights Meet Paul Paul works in marketing and is responsible for brand messaging across different social media platforms. From his social media management platform he watches trends and customer conversations about the brand in the marketplace. Previously when a customer aired a grievance on social media, Paul was able to walk across to the contact centre and ask an agent to respond. Now Paul is working at home, and things have changed The last few months have seen [...]

2708, 2020

Email – The Channel That Time Forgot

Email - The Forgotten Channel In The Contact Centre! It's Time To Give Email A Make Over "I have always used e-mail to the greatest extent possible." - Ray Tomlinson (creator of email) Meet Greg Greg works in a busy contact centre managing all customer emails. Once the pioneer of electronic communication, nobody talks about email anymore. It’s not as exciting as Twitter, Facebook or WhatsApp and it’s not personal like a phone call. But it gets things done. In fact, Contact Babel listed email as the second most used channel by customers, behind voice, which together accounted for over 85% of [...]

1908, 2020

Digital Transformation – Being In The Place Where Your Customers Live

Be In The Place Where Your Customers Live! Digital Transformation In The Contact Centre - Helping You Make The Change "It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change" - Charles Darwin Meet Joe Joe works in a busy contact centre in a small team handling webchat and social media communications, as well as the company’s knowledgebase, which they keep up to date with the FAQs. Until recently, Joe was able to share updates with colleagues to keep them informed of customer interactions that [...]

1708, 2020

Contact Centre Priorities Are Changing

Rewriting The Rule Book. Contact Centre Priorities Are Changing! "The greatest danger in times of turbulence is not the turbulence - it is to act with yesterday's logic" - Peter Drucker Meet Mimi Mimi is a highly experienced Contact Centre Manager who works for a medium sized business. She manages a multi-channel contact centre, including voice, webchat, email and social media interactions and absolutely loves her job. She cares passionately about providing excellent customer service and she’ll do whatever it takes to support her contact centre agents in doing this. Mimi's world changed. She had to virtualise her Contact Centre overnight and [...]

1906, 2020

Transform your Contact Centre with Extra Digital Channels

Transform your Contact Centre with Extra Digital Channels Digital Transformation - Instantly Improve efficiency and customer satisfaction Many Contact Centre's are seeing a digital channel shift. Customers are demanding more channels and even quicker responses. To stay ahead of the competition and meet customer expectations, Contact Centre's must deliver more channels, but traditional call patterns have changed so there is no way to forecast likely demand. This is putting the Voice channel, and the overall contact centre, under pressure. How Cirrus Omni-channels and the Cirrus Super Inbox can help. We all know that Voice is the preferred method of communication for the [...]

406, 2020

Making the Virtual Contact Centre a Permanent Capability

Making the Virtual Contact Centre a Permanent Capability. There has been a number of things we have had to get used to over the past few months, like crossing the road to avoid people walking towards us, cutting our own hair and having our contact centre agents working from home. It is amazing how quickly we have been able to adapt. In fact, many contact centres are now questioning whether a ‘remote’ model is really a bad thing and whether there are advantages to adopting this model long-term. A lot of agents love being able to avoid commuting and having more flexibility [...]